DHL Sets the Pace for AI-Driven Logistics Innovation

DHL applies AI where it delivers real operational value—inside warehouses, delivery networks, and everyday workflows.

In this episode of The Modern Customer Podcast, Will Heywood, Chief Customer Officer of DHL Supply Chain North America, shares how DHL builds customer experience at the world’s largest contract logistics provider. At this scale, customer experience takes shape through consistent, high-quality logistics execution.

Will reflects on his first 90 days in the CCO role, immediately taking ownership of growth targets while evaluating how DHL delivers value at scale. He shows how customer experience in logistics is created through disciplined, day-to-day operational execution.

The episode also breaks down DHL’s focused approach to AI, highlighting selective, high-impact use cases already in production. Will describes how agentic AI automates delivery scheduling, replaces manual phone-based workflows, and improves efficiency across the network.

Key Highlights from the Conversation

• Revenue ownership in the first 90 days builds credibility for CX leadership

• Operational execution defines customer experience in logistics

• AI automates delivery scheduling and eliminates manual workflows

• Technology decisions are filtered through operating-model fit and near-term ROI

The conversation also explores why robotics, warehouse automation, and inventory intelligence now deliver ROI in months rather than decades—and what that shift means for leaders navigating rapid change.

🎧 Listen to the full episode and see how AI actually works at enterprise scale. Stream now on Apple Podcasts, Spotify or your favorite podcast platform.